Case Study: Georgia Power achieves $450K+ annual savings, 100% interaction capture and optimized agent performance with NICE Systems' SmartCenter

Increasing Operational Efficiency and Optimizing Agent Performance

Georgia Power, the largest Southern Company subsidiary serving 2.4 million customers, operates a 24/7 contact center with 400+ agents handling over 10 million interactions a year. The utility needed better forecasting and scheduling to handle weather-driven call spikes, capture 100% of customer interactions for dispute resolution, and strengthen quality monitoring and coaching.

Georgia Power deployed NICE SmartCenter (IEX Workforce Management, Quality Management, and Interaction Recording) to forecast volumes, optimize staffing, record interactions and streamline quality workflows. The solution delivered more than $300,000 in annual savings from improved staffing, an additional $150,000 from an off-peak release program, full interaction capture for dispute reconstruction, instant delivery of evaluations and call recordings to agents’ desktops, standardized quality scoring, and measurable improvements in agent performance and customer service.

Georgia Power

Rita Breen

Operations Manager, Georgia Power